Job Description: Technical Care Associate Experts work as part of a Team of Experts to astound customers with effective resolution, proactive identification of issues, customer education, and troubleshooting expertise. They resolve product or service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. In addition, identifies appropriate revenue and service enhancement opportunities. This position requires strong multi-tasking skills and system navigation skills through use of multiple computer systems. They will file trouble tickets accordingly in collaboration with our Engineering team. This role is a learning role, where new experts are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, and relationship building. Job Responsibilities: Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert role. Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns. Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help. Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service. Builds customer loyalty through timely and effective resolution and proactive account management. Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Job Requirements: Internet & automated systems savvy Proficiency in a Windows-based environment Great teammate, who collaborates with team members to achieve individual and team results Ability to exercise reasonable judgment in identifying and implementing solutions for customers Keyboarding proficiency Solid Understanding of T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook Ability to read and carry out instructions for specific customer resolution tasks Able to work evening, weekend, and varied shifts as assigned Ability to multi-task effectively Job Details: Company: T Mobile Vacancy Type: Full Time Job Location: Richmond, VA, US Application Deadline: N/A Apply Here careersvite.com
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